Red Hat Customer Security Awareness Incident Handler in Westford, Massachusetts
At Red Hat, we connect an innovative community of customers, partners, and contributors to deliver an open source stack of trusted, high-performing solutions. We offer cloud, Linux, middleware, storage, and virtualization technologies, together with award-winning global customer support, consulting, and implementation services. Red Hat is a rapidly growing company supporting more than 90% of Fortune 500 companies.
The Red Hat Customer Experience and Engagement (CEE) team is looking for a Customer Security Awareness Incident Handler to join us. In this role, you will work as part of the Red Hat Product Security team to help protect our customers from security risks when using our software. We believe that protecting customers and communities from digital security threats and providing quality information needed to mitigate risk and privacy concerns is an integral part of what we do, and you’ll help us achieve that vision. Using open source principles every day, you’ll work with internal product and engineering teams across the Red Hat solutions portfolio. Your primary responsibility will be incident management and coordination of Customer Security Awareness (CSAw) events that impact our customers. As a Customer Security Awareness Incident Handler, you will coordinate appropriate responses to high-profile vulnerabilities and organize resources for the timely remediation and disclosure of these flaws. You’ll need to be able to think and respond quickly, exercising problem-solving and relationship-management skills to ensure that resources are appropriately marshalled to resolve incidents. You’ll also be involved in helping develop and collect performance metrics around vulnerability response and in validating responses to inquiries from security-related customer questions. The preferred work location is Red Hat's engineering headquarters in Westford, MA, however, well-qualified, home-based candidates in the U.S. and Canada will also be considered. Successful applicants must reside in a state where Red Hat is registered to do business.
Primary job responsibilities
Manage and coordinate Red Hat's CSAw process for high-profile incidents by leading and coordinating cross-functional teams
Ensure that Red Hat is prepared and ready to react to CSAw events by ensuring that knowledge artifacts like security vulnerability articles, knowledge-centered support (KCS) articles and solutions, blogs, and other communications are ready in a timely manner
Track issues that arise out of CSAw events and help lead change to ensure that future incidents are continuously improved
Develop and nurture key relationships with product management as well as product, quality, and release engineering management teams
Foster an environment of collaboration, trust, and accountability for departmental and cross-functional teams
6+ years of experience delivering technology-related services or offerings
Experience in cybersecurity incident management and coordination
Solid collaboration, communication, and partnering skills
Fluent written and verbal communication skills in English
Ability to work in a fast-paced environment with diverse teams distributed across the globe
Excellent risk mitigation and change management skills
Bachelor's degree in a related field; industry certifications like Certified Information Systems Security Professional (CISSP), Certified Secure System Life Cycle Professional (CSSLP), Certified Information Systems Auditor (CISA) or Certified Information Security Manager (CISM), Project Management Professional (PMP), or similar is a big plus
Data analysis, gap analysis, and presentation skills are a plus
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Job ID 62151
Category Program Management